"This call may be recorded for quality assurance purposes" is a line we hear nearly every time we call a business.
However, how many contact centers actually follow through on the "assuring quality" promise? In a world where customer service is becoming increasingly important to a company's success, we can’t just stand still and not take action.
Contact centers that take the time to analyse these calls and other interactions are able to provide exceptional customer service and make improvements to their business model such as:
For any contact center that wants to improve, they need to monitor its performance. Quality assurance software like PlayVox is one of the best ways to achieve this as it provides a simple, user-friendly solution for data collection, analysis, training and agent improvement.
Whether you are thinking about using quality assurance software for the first time or you are seeking to improve your own processes, here are four best practices for using QA software in your contact center.
A sign of an excellent quality assurance program is one that emphasizes coaching and avoids creating an "us vs. them" mentality. By using PlayVox's intuitive training program, contact center managers can easily create personalised coaching sessions that focus on that agent's areas of improvement.
A good training program is also crucial to empowering new agents and sparing them from feeling incompetent with knowledge gaps further down the line. While regular coaching sessions are important, it is necessary to make sure they are tailored as much as possible to improve agent engagement.
By focusing on tailored coaching, training and recognising your agents for good results, you will create an environment of ongoing feedback and highly skilled agents that will feel empowered to improve and deliver exceptional customer service.
We are in the age of the omnichannel, and as a result, contact center agents are no longer just operating over the phone. These days there is also live chat, email or texts and your quality assurance program needs to extend to every channel where your agents interact with customers.
**6 tried and proven methods to creating customer connections through chat and SMS**
However, with the sheer mass of interactions that contact centers experience on a daily and weekly basis, it is important to make sure that your quality assurance software lets you quickly find interactions across platforms with personalised filters.
This will save managers and team leaders time and allow them to centralize and speed up the training and ongoing improvement process within your contact center.
The contact center industry is a wealth of information. An overwhelming amount of client data is collected on a daily basis through each and every agent-customer interaction. For some contact centers, tackling this mountain of data to train staff and improve processes can seem intimidating.
PlayVox QA assurance software helps filter this information so managers can schedule regular performance checks and keep their agent's customer handling skills under check. By referring to real statistics about the competency levels of their agents they can ensure performance metrics are being met.
Call monitoring also gives managers the opportunity to closely analyze calls and use them as valuable examples for problem-solving and impeccable customer service. For the agents, it gives them the chance to learn how to deliver perfect customer interactions and develop long-term relationships.
**6 harmful coaching practices that are hurting your customer service**
These regular performance checks help agents get feedback faster and adjust how they handle individual customer interactions to provide a higher level of customer service.
It's all good to have a quality assurance program in place, but is it time-consuming? How long does it take you to pull statistics on teams or individual performance?
To evaluate your agents faster, obtain quality statistical data on your team's performance - you need to eliminate the use of multiple spreadsheets and software. Doing so will streamline your quality assurance process and in turn, increase team productivity by providing agents with faster feedback and statistics on their meeting their objectives.
**Why you need to get rid of spreadsheets in your call center**
When done right, quality monitoring software in contact centers have the potential to increase sales, engagement, productivity and staff retention significantly. By implementing these best practices, you can make your call centres QA program count, and your customers will benefit as a result.
Curious to learn more about PlayVox's QA assurance software? Find out how we can help!
Publish Date: March 31, 2017 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
Aktify is personalizing interactions between brands and consumers at scale with machine learning. It allows contact centers to offload their leads that are not responding to agents to Aktify where AI will be used to follow up through SMS until the customer is ready to talk to an agent. Aktify produces something out of nothing, as typically unresponsive leads are not focused on.
|4.)||Balto Software Inc|
Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.
ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.
ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.
AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.
|15.)||Mediatel Data Srl|
Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times
CSAT.AI Scores Better Customer Service with Gamified Guidance!
CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.
VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer
Analysis that empowers your business
Get actionable insights from all your customer interactions
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